Documenting the Coming Singularity

Monday, January 12, 2009

AI-based virtual agent for call centers lowers costs, improves caller experience - January 12 2009

Adaptive A.I. Inc. (a2i2) of Playa del Rey, CA plans to announce on Monday the "world's first commercial AGI (artificial general intelligence) system" -- a virtual IVR (interactive voice response) call center operator that can hold "smart, productive conversations," CEO Peter Voss, a computer scientist and entrepreneur, told in an exclusive interview.

Voss said the company's SmartAction IVR System, running on a2i2's data center, "constantly monitors and manages conversation flow and meta-cognitive state (such as mood, degree of certainty and surprise), and determines when clarification via live interaction, email, or live-agent assistance is needed."

Its speech engine then responds, based on the current conversation context (with natural-language programming), and a cognitive engine analyzes multiple speech hypotheses for the most likely meaning, resolving ambiguities.

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